Case #1134 — Marlow London
nikimorris@icloud.com · order 3421 · state imported · label none yet · rung 0
Facts
2 longchamp bags refund
open
not set
2026-07-31 21:08:17
—
2026-08-14 19:30:08
Engine shadow decision
| id | 460 |
|---|---|
| thread_key | <DE6DB00A-5A46-41F4-B97A-33D1BFDAD212@icloud.com> |
| store_id | marlow |
| message_id | 5206 |
| case_id | 1134 |
| label | PRODUCT_QUESTION |
| label_confidence | first_pass |
| extracted_vars | {"order_number": "3421", "size_mentioned": "", "amount_mentioned": "", "product_mentioned": "bags", "chargeback_ultimatum": false} |
| decided_action | REPLY_INFO |
| decided_amount | |
| decided_currency | |
| rung_before | 0 |
| rung_after | 0 |
| interrupt_fired | |
| breaker_fired | 0 |
| would_have_text | Hi Niki, Thanks for reaching out about order 3421. The material details for your bag are listed on the product page under the description and specifications, that's the most accurate source for the exact material used, since it can vary slightly between styles. If you let me know exactly which bag or style you ordered, I'm happy to take a closer look and confirm what I can for you. W |
| actual_action | reply |
| actual_text | Hi Niki, Thanks for asking, and I would rather give you a straight answer than a guess. On the logo, no, these bags do not carry the Longchamp logo. As I mentioned, we are not an authorised Longchamp stockist and we do not represent these as official Longchamp products, so there is no Longchamp branding on them. On the leather, I want to be honest with you rather than tell you something I canno |
| agreed | 1 |
| latency_ms | 8284 |
| model_used | claude-runner:claude-sonnet-5 |
| error | |
| created_at | 2026-08-14 21:19:06 |
Latest draft
from decision #3351 · action=reply · 2026-08-08 08:16:14 · dry-run
Hi Niki,
Thanks for asking, and I would rather give you a straight answer than a guess.
On the logo, no, these bags do not carry the Longchamp logo. As I mentioned, we are not an authorised Longchamp stockist and we do not represent these as official Longchamp products, so there is no Longchamp branding on them.
On the leather, I want to be honest with you rather than tell you something I cannot stand behind. I do not have the exact material composition confirmed in front of me right now, so I cannot say for certain whether it is genuine or faux leather. I am sorry I cannot give you a firmer answer on this occasion.
If either of these matters to your decision to keep the order, please do let me know and I will help in whatever way I can.
Warm regards,
Anna
Customer Care Team
Marlow London
Reasoning: Customer asked two product-detail questions (Longchamp logo, real leather); answered the logo question honestly per the authenticity house line, and gave the honest 'not on file' reply for the leather composition since no fabric/material data is available - held for human review given the sensitivity and earlier refund threat.
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Full thread
Hi,
I ordered 2 longchamp bags from you and I had no confirmation of the order my email.
I bought a mini leather bag and a Longchamp Le pliage tote. Order number #LSO-20260727-8445.
If you cannot fulfil your obligation to deliver these then please refund my money of £93.41.
I look forward to hearing from you.
Niki Morris
Sent from my iPad
Hi Niki,
Thanks for getting in touch, and sorry for the worry about your order not being confirmed.
I can see order #3421 for your two bags did go through and is fulfilled and on its way - the courier has the parcel details and it's registered with them. It hasn't shown a live scan yet, which is normal in the very first few days before it's picked up, so there's nothing to be concerned about at this stage.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857143YP
If it's still sitting without movement after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Thanks Anna for your email.
Are these genuine Longchamp bags and genuine leather please?
Many thanks for the swift reply,
Niki Morris
Sent from my iPad
On 3 Aug 2026, at 13:52, support@marlow-london.com wrote:
Hi Niki,
Thanks for getting in touch, and sorry for the worry about your order not being confirmed.
I can see order #3421 for your two bags did go through and is fulfilled and on its way - the courier has the parcel details and it's registered with them. It hasn't shown a live scan yet, which is normal in the very first few days before it's picked up, so there's nothing to be concerned about at this stage.
You can follow it here: https://marlow-london.com/apps/parcelpanel?nums=UL368857143YP
If it's still sitting without movement after about a week, let me know and I'll look into it further for you.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi Niki,
Good question, and let me answer it plainly: no, these are not Longchamp bags, and we don't sell them as Longchamp. They're manufacturer-direct bags made in a similar style, which is exactly why we can offer them at this price.
Your order #3421 is on its way as I mentioned - let me know if you have any other questions.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi,
Is the Longchamp logo on them please? And is the black leather bag real leather?
Many thanks
Niki Morris
Sent from my iPad
On 3 Aug 2026, at 15:00, support@marlow-london.com wrote:
Hi Niki,
Good question, and let me answer it plainly: no, these are not Longchamp bags, and we don't sell them as Longchamp. They're manufacturer-direct bags made in a similar style, which is exactly why we can offer them at this price.
Your order #3421 is on its way as I mentioned - let me know if you have any other questions.
Warm regards,
Anna
Customer Care Team
Marlow London
Hi ,
Please can you tell me if the bags I have bought have real leather on them as it does say in the description?
Many thanks
Sent from my iPad
On 4 Aug 2026, at 12:11, Niki Morris <nikimorris@icloud.com> wrote:
Hi,
Is the Longchamp logo on them please? And is the black leather bag real leather?
Many thanks
Niki Morris
Sent from my iPad
On 3 Aug 2026, at 15:00, support@marlow-london.com wrote:
Hi Niki,
Good question, and let me answer it plainly: no, these are not Longchamp bags, and we don't sell them as Longchamp. They're manufacturer-direct bags made in a similar style, which is exactly why we can offer them at this price.
Your order #3421 is on its way as I mentioned - let me know if you have any other questions.
Warm regards,
Anna
Customer Care Team
Marlow London